Gartner Research

Market Insight: Tech CEOs Must Differentiate Their HCM Products Through Customer Experience

Published: 10 March 2020

ID: G00466234

Analyst(s): John Kostoulas, Jeff Chamberlain

Summary

The HCM software market is crowded due to increased investment, and this limits vendors when they pursue product-feature-based differentiation. Tech CEOs of HCM vendors need to use customer experience as the epicenter of their differentiation and design their organization to deliver on it.

Table Of Contents

Analysis

Background and Context

The Impact

  • Increase Differentiation by Offering or Packaging Services That Simplify Deployment, Such as End-User Training or Value Engineering
    • Next Steps for Tech CEOs
  • Develop a Customer Success Approach From Early on With Capabilities to Include Adoption and Best-Practice Advisory, Not Just Bug Fixing and Support
    • Next Steps for Tech CEOs
  • Maximize Product Relevance and Customer Retention by Strengthening the Role of Customer Communities
    • Next Steps for Tech CEOs

Conclusion

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